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Many of us have heard variations of the expressions below, but I have discovered that too few hospitality organizations really have made these sentiments part of their corporate culture of hospitality.

Guests are the most essential people in our business. This does not lessen the role of our associates, but we are in hospitality to meet and exceed their needs.
Guests are people, flesh and blood human beings with unique perspectives and preferences; they are not merely statistics to be measured.
Guests bring us their wants; we have the opportunity to fulfill them.
Guests do not depend on us, we depend on them.
Guests never interrupt our work, they are our work.
Guests do us a favor when they call; we don't do them a favor by answering them.
Guests are a central part of our business, not strangers who come to distract us.
Guests are not to be argued with.
Guests deserve courteous attention, as courtesy should be the heart of hospitality.
Guests are lifeblood of this and every other hospitality business.
Guests are who we are when we are not working; so let's let treat them the way we want to be treated ourselves.
Guests give each of us as individuals the opportunity to serve as hosts and to be involved in one of the world's most wonderful businesses in whatever role we decide and find we are suited.
I have left #13 to be completed by readers: Guests ............................................ ..................................................................................................................................

KEYS TO SUCCESS is the umbrella title for our programs, hospitality services and columns. This year's writings focus on a variety of topics for hotel owners, managers and professionals including both my "HOW TO" articles, HOSPITALITY CONVERSATIONS^TM, Lessons from the Field^TM, Hotel Common Sense^TM and Principles for Success

Feel free to share an idea for a column at john.hogan@hospitalityeducators.com anytime or contact me regarding consulting, customized workshops, speaking engagements ... And remember - we all need a regular dose of common sense.

John J. Hogan, Crowne Plaze O"Hare, "A Career Hotelier's Insights on Optimizing Meeting Success"

John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is Co-Founder of a consortium ( www.HospitalityEducators.com) of successful corporate and academic professionals delivering focused and affordable counsel in solving specific challenges facing hospitality today.

www.HospitalityEducators.com is a membership site offering a wide range of information, forms, best practices and ideas designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability. Individuals wishing to contribute materials may send them Kathleen@HospitalityEducators.com. Special pricing is in effect for a limited time that also includes a complimentary copy of LESSONS FROM THE FIELD- A COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES.

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Professional Development for the Organization and the Individual
Customer Service
Making Cultural Diversity Real
Developing Academic Hospitality programs
Medical Lodging Consulting
Sales Management and training
Turn-around and revenue management

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John J Hogan, CHE CHA CMHS CHO

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